Disputes and Conflict Resolution
Purpose
This document outlines OZiHOUSE Group’s approach to resolving disputes and conflicts that
may arise between students and hosts or within the homestay environment. It is designed to
ensure fair, efficient, and respectful resolution processes, aligning with NEAS quality
standards, the National Code of Practice for Providers of Education and Training to Overseas
Students 2018 (National Code), and the Education Services for Overseas Students (ESOS)
Act 2000.
Statement
OZiHOUSE Group is committed to providing a clear and fair process for resolving disputes
and conflicts.
This policy supports:
● NEAS Quality Principle O1.2: Effective governance and management policies for
dispute resolution.
● National Code Standard 5.2: Ensuring that procedures are in place to address and
resolve issues effectively.
● ESOS Act: Compliance with student protection requirements.
Definitions
● Dispute: A disagreement or argument between parties that affects the homestay
environment.
● Conflict: A more serious, ongoing issue that impacts the well-being of the student or
host and requires resolution.
Roles and Responsibilities
OZiHOUSE Group staff must:
● Implement and communicate clear procedures for dispute resolution.
● Ensure that all parties involved are informed of their rights and responsibilities.
● Provide training on conflict resolution as part of ongoing staff development.
Homestay hosts must:
● Engage in the resolution process in good faith and work towards a fair outcome.
● Adhere to the policies and procedures set out by OZiHOUSE Group.2
Contents
This information is organised in the following sections:
1. Dispute Resolution Procedures.
2. Communication and Training.
3. Emergency Contact Information.
4. Review Date.
1. Dispute Resolution Procedures
1.1 Step 1: Informal resolution – initial discussion
● Students and hosts discuss the issue directly with each other in a respectful manner
to try to resolve it informally.
● OZiHOUSE Group may offer mediation if the issue cannot be resolved directly
between the parties.
1.2 Step 2: Formal resolution
● Filing a formal complaint
– If informal resolution fails, either party can submit a formal complaint to
OZiHOUSE Group.
– Complaints should be submitted in writing and include details of the issue, any
attempts at informal resolution, and the desired outcome.
● Acknowledgment
– OZiHOUSE Group will acknowledge receipt of the complaint within two business
days and provide an estimated timeline for resolution.
● Investigation
– An appointed staff member or mediator will investigate the complaint. This may
involve interviews with the student, host, and any witnesses.
– Investigations will be conducted promptly and fairly, ensuring all parties have the
opportunity to present their side.
● Resolution
– A resolution will be proposed within 10 business days of acknowledging the
complaint.
– The resolution will be communicated to all parties involved, outlining any actions
to be taken.
● Appeal
– If dissatisfied with the resolution, either party may appeal the decision. Appeals
must be submitted within five business days of receiving the resolution.
– An independent review will be conducted, and a final decision will be made within
10 business days.
1.3 Step 3: Monitoring and follow-up
● Monitoring
– OZiHOUSE Group will monitor the situation following the resolution to ensure
compliance and address any ongoing issues.
– Feedback will be collected from the involved parties to assess the effectiveness
of the resolution process.3
2. Communication and Training
2.1 Training
● All staff and hosts will receive training on dispute and conflict resolution procedures,
including how to manage and resolve conflicts effectively.
2.2 Information
● Students and hosts will be provided with information on how to raise disputes and the
available resolution procedures.
3. Emergency Contact Information
3.1 OZiHOUSE Group will provide all students and hosts with 24-hour crisis contact numbers,
including:
● OZiHOUSE Group: 0405768808.
● Emergency services: 000.
● Lifeline: 131114.
● Beyond Blue: 1300224636.
● Kids Help Line: 1800551800.
3.2 The telephone number for the Overseas Student Ombudsman, who assists with
complaints and disputes involving private and some public education providers, should
be provided to international students. The number is 1300362072.
3.3 Homestay hosts and students must be briefed on these emergency contacts and what to
do in a crisis upon arrival.
4. Review Date
4.1 This policy will be reviewed annually or after any reported incident, whichever comes first,
to ensure continued compliance with NEAS quality standards, the National Code, and the
ESOS Act.